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    Customers should be at the front and center for all organizations. Organizations embed a customer-centric culture to ensure a sustainable and consistent customer experience. Leaders [...]

Zara, an HR professional, on becoming a mother had to take two years off from work. This year she was getting ready to get back to work after having selected a good day care centre for her little [...]

  In the last 2 decades, significant research has been conducted on whether optimism and hope can be learned. It however so far, has had limited stakeholders, – the researchers, [...]

  In the last 20+ years, we have done several consulting assignments to help organizations become more customer-centric. In these two decades, we have met various types of leaders. There are [...]

  The ongoing pandemic has made inevitable, the need for organizations to reimagine customer experience journeys. Now, more than ever, organizations must spotlight the changing customer [...]

  “The purpose of all business is to create and keep a customer.” Is one of the most recognizable quotes from Peter Drucker. He said this a few decades back, but the message [...]

It is time for organizations to lift digital transformation from platitudes and embed it in the product/service they provide and the way they provide it. It is no longer an option. Some [...]

  I was talking to a senior director of a large multinational. He told me that his company wanted to differentiate from its competitors through customer service. He rightly pointed out that [...]

In these current times of constant change and challenges, how can an organization build hope, energy, resilience and optimism in the employees of their organization

As I browse through posts on my LinkedIn feed, Resilience seems to be taking the CenterStage in almost all discussions. In fact, the world economic forum recently published its “future of jobs” [...]